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For Companies At a Glance
- Tasks: Own the customer experience and ensure top-notch service delivery.
- Company: Join a fast-growing company focused on exceptional customer service.
- Benefits: Unlimited holiday, flexible working, and a budget for professional development.
- Other info: Enjoy regular socials and free lunches while working in a dynamic environment.
- Why this job: Make a real impact on customer satisfaction from day one.
- Qualifications: 2+ years in customer support or e-commerce operations required.
The predicted salary is between 30000 - 42000 £ per year.
About the Role
As we scale, maintaining our exceptional standards of service and operational efficiency is critical. We are looking for an Operations & Customer Experience Coordinator to take total ownership of our service delivery and logistics execution. You will be the "Quality Controller" for our entire customer experience. Your role is to sit in the detail, ensuring that every interaction - whether a simple email or a complex delivery issue - meets our exacting brand standards. You will act as the bridge between our customers, our logistics partners, and our internal teams, relieving the Head of Customer & Community from day-to-day troubleshooting. We need someone who is obsessed with the details and not afraid to pick up the phone. You won’t just resolve issues; you will proactively audit our service channels, catch errors before they escalate, and personally ensure our delivery network is performing exactly as promised.
Key Responsibilities
- Service Standards & Quality Control
- The Gatekeeper of Quality: You are responsible for the accuracy, tone, and speed of our customer support. You will proactively review ticket histories to ensure every customer receives a flawless, on-brand experience.
- Micro-Management of Detail: You will spot errors immediately - whether it’s a typo, a missed shipping update, or a lack of empathy - and correct them to ensure consistency across the board.
- The "Pick Up The Phone" Approach: You don’t hide behind email. When a ticket involves a sensitive issue or a confused customer, you are happy to jump on a call to resolve it instantly.
- Logistics & Escalation Management
- Tier 2 Resolution: You handle the complex operational issues that require investigation. Lost high-value items, courier disputes, and urgent resolutions stop with you.
- Courier Management: You are the primary contact for our delivery partners. You chase missing parcels, investigate delays, and hold couriers accountable.
- Commercial Decisions: You have the autonomy to authorise refunds, replacements, or goodwill gestures to protect our brand reputation without needing constant sign-off.
- Commercial & Retail Operations
- Retailer Portal Management: You will own the administrative flow for key partners like John Lewis and Argos. You are responsible for logging into their portals, accepting orders, booking slots, and ensuring 100% compliance to avoid fines.
- Returns Management: You oversee the end-to-end returns process. You authorise returns based on policy, instruct our 3PL on grading/restocking, and process refunds in Shopify.
- Financial Integrity: You will audit delivery invoices against failed orders. You will cross-reference courier charges to ensure we are refunded for service failures (e.g., lost or late parcels).
Who You Are
- A Confident Communicator: You are articulate and warm on the phone and over email. You are comfortable speaking to anyone - from a frustrated customer to a busy warehouse manager - to get the job done.
- Obsessively Detailed: You are the person who spots a double space in an email or a wrong tracking number instantly. "Good enough" is not in your vocabulary.
- A "Finisher": You don’t just start tasks; you track them until they are 100% resolved.
- Customer Obsessed: You understand that a "delivery exception" isn’t just a status update; it’s someone waiting for a gift. You take ownership of that emotion.
- Resilient: You can handle the pressure of B2B deadlines and B2C expectations simultaneously without losing your cool.
Requirements
- Experience: 2+ years in Customer Support or E-commerce Operations.
- Communication: Excellent verbal communication skills; you must be comfortable handling escalations over the phone.
- Systems: Proficiency in Shopify is highly desirable. Experience with helpdesk software (e.g., Gorgias) is essential.
- Logistics Knowledge: Experience dealing with couriers, 3PLs, or freight forwarders.
Competitive salary. An impact from day one. Our business is scaling by the day. You’ll work on ambitious projects, and your contribution will significantly impact the success of MAGIC AI now and in the future. Unlimited Holiday (self-directed time off). Flexible Home/Hybrid Working from our London HQ (At least 2 days WFH per week). Free MAGIC Mirror & accessories (worth £2k+). Mental Health Wellbeing support. Hardware budget for brand new Macbook or other. Professional learning & development budget. Exposure to investors, celebrity athletes. Weekly free lunch club and daily free barista coffees (in office). All. The. Fun. Regular awesome socials.
Customer Experience Coordinator employer: Magic Fitness
Contact Detail:
Magic Fitness Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show you're genuinely interested and align with their goals.
✨Tip Number 2
Practice your phone skills! Since this role is all about communication, grab a friend and do some mock calls. Focus on being articulate and warm – it’ll help you stand out during interviews.
✨Tip Number 3
Be ready to share specific examples of how you've handled customer issues in the past. Think of times when you went above and beyond to resolve a problem – those stories will make you memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Experience Coordinator
Some tips for your application 🫡
Show Your Customer Obsession: When writing your application, make sure to highlight your passion for customer service. Share specific examples of how you've gone above and beyond to ensure a great experience for customers. We love candidates who truly care about the people they serve!
Be Detail-Oriented: Since we're all about quality control, it's crucial to demonstrate your attention to detail in your application. Proofread your CV and cover letter carefully, and consider mentioning any experiences where you caught errors or improved processes. We want to see that you’re as meticulous as we are!
Communicate Clearly: Your written communication skills are key for this role, so make sure your application reflects that. Use clear, concise language and a friendly tone. Remember, we’re looking for someone who can articulate well, whether it’s in an email or on the phone!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join the StudySmarter team!
How to prepare for a job interview at Magic Fitness
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Coordinator role. Familiarise yourself with the key responsibilities and think about how your past experiences align with them. This will help you articulate your fit for the position and show that you're genuinely interested.
✨Demonstrate Your Attention to Detail
Since this role is all about quality control and detail management, be prepared to discuss specific examples where you've caught errors or improved processes in previous jobs. Highlight your ability to spot typos, missed updates, or any inconsistencies, as this will resonate well with the interviewers.
✨Practice Your Communication Skills
As a Customer Experience Coordinator, you'll need to communicate effectively with various stakeholders. Practice articulating your thoughts clearly and confidently, both over the phone and via email. Consider role-playing common customer scenarios to showcase your problem-solving skills and warm communication style.
✨Show Your Customer Obsession
Prepare to share stories that demonstrate your passion for customer service. Discuss how you've gone above and beyond to ensure a positive experience for customers, especially in challenging situations. This will highlight your understanding of the emotional aspect of customer interactions, which is crucial for this role.